What We Do
Our clients are inspired leaders who take action well beyond the “lip service” most companies offer when it comes to customers. We lead clients through a process to maximize value for their customers—in other words, enabling customers to meet or exceed their business goals—which motivates them to stay longer, buy more, and tell others about it. As an expert with one career—customer experience—I provide companies with specific customer strategy and approaches overlooked by most companies, which opens the door to a definitive competitive advantage.
Why We Do It
I’m passionate about the business side of customer experience for companies because I know the value of loyal customers. Your brand is what your customers say about you. When companies create realized value for customers that are supported by customer-centered experiences, they stay longer, buy more, and tell others about it. Do you know that “up to 80% of your future business will come from current customers”? This understanding—supported by hundreds of analytics and concrete evidence—fuels my passion to assist clients all over the world to create value—seemingly out of thin air— which is absolutely thrilling for all of us.
Who We Do it For
We specialize in a variety of industries, with a focus on high technology and cloud companies, health systems, and financial services, to name a few. As business executives, are you concerned with declining customer loyalty and how it’s affecting your brand image or bottom line? Do you see the revenue you worked so hard to acquire slipping away? Do you struggle with maximizing the value of your customer asset while creating alignment in your company? These are the tough challenges our clients face and that we seek out because we know exactly how to fix them.
"Lori Carr & Associates’ process was methodical and well thought-out. It involved the constituents and it had a specific outcome that could be delivered back to the organization."
"Through journey mapping the patient process, the Center uncovered many “moments of truth”—i.e., those instances during interactions with patients that form or change their impression of the Wellness Center—all along the patient lifecycle."
““We were successful, and we thank Lori and Patty for the consultative collaboration, insight, and results that contributed to our success. They were a pleasure to work with, and I recommend them highly.”
“Lori is great at making sure that you are measuring progress and are able to track your success to ensure the outcomes you were looking for!”
“Lori was able to bring our average speed-to-answer to under 3 minutes and increased our client sign-ups by 20%.”
“Lori helped us to break down and understand the individual skills needed to provide outstanding customer service. She helped our staff grow into their roles as exemplary service assistants. From the front desk staff to our fuel line workers, Lori worked directly with everyone to increase the level of service they provide to pilots and guests. We’ve seen the positive impact service training has had on our customers at Northstar.”
“Lori reduced our customer support costs by nearly 50% and we secured a better level of customer service with the new vendor. Our customer satisfaction, loyalty and retention all increased during the process. Lori also led the effort to streamline Towerstream’s installation process enabling faster customer access to our broadband network. Faster service installation not only made our customers happy but also allowed us to capture revenue into the company faster than before.”
“Lori consolidated 5 of our remote call centers into one central headquarter location. She reduced our operating costs by 20% while increasing our call quality – all of this was done in less than 90 days.”
“Lori Carr and Lauren Mackler did a great job creating and launching an important public relations and marketing survey to better understand women’s attitudes, core beliefs and preferences toward maintaining balance, beauty and self care. We used the results from our survey to generate a stronger, targeted marketing message and to promote more effective public relations. Lori and Lauren were very professional, knowledgeable and it was easy to work with them. They completed our project with quality, on time and on budget.”
“Lori conducted a three-day call center leadership workshop and was able to help our team work more closely again as a cohesive and aligned group of leaders. She helped us to understand and leverage our differences and to use individual strengths to grow and best lead our employees. We improved our organizational results and want Lori to come back again and provide additional training. Lori’s call center assessment enabled us to better understand what was needed to improve our sales conversion rates and overall customer satisfaction.”